Integrate 247connect with HaloITSM

HaloITSM is an IT service management (ITSM) platform used to manage incidents, service requests and support workflows.

You can integrate 247connect with HaloITSM to launch on-demand sessions directly from HaloITSM tickets and optionally send session information back to HaloITSM.

You can configure one or both parts of the integration:

  • Create an on-demand session action in HaloITSM (recommended).

  • Enable session updates from 247connect to HaloITSM (optional).

Create an on-demand session action in HaloITSM

This configuration adds a Create on-demand session action to HaloITSM tickets that launches 247connect and creates an on-demand session.

Step 1 - Create the ticket action

  1. In HaloITSM, go to Configuration > Tickets > Actions.

  2. Click New.

    New Action configuration page showing settings for a "Create on-demand session" button, including visibility options, icon selection, and generic action configuration.

  3. On the Details tab, configure the following settings:

    Name: Create a 247connect on-demand session

    Sequence in lists: A value of your choice, for example, 1

    Button Name: Create on-demand session

    Button Icon: Optional. Select a button icon, such as exchange, if required

    Action Colour: Optional. To use the 247connect colour, enter #83cfff

  4. Scroll to Action Settings.

    New Action settings page showing an Open URL action configured with a 247connect on-demand session URL and options such as quick action, user access, and status settings.

  5. Configure the following settings:

    System Use: Open URL

    URL: https://portal.247connect.cloud/on-demand/integration/halo/create?ticketId=$FAULTID&ticketUrl=$LINKTOREQUESTAGENT

    Allow Users to use this action: Enabled

    Is a Quick Action: Enabled

    Show Email Fields: Disabled

  6. Select the Defaults tab.

  7. Configure the following settings:

    Hide from user: Enabled

    Hide action from conversation & internal: Enabled

    Charge Rate will override Ticket default: Disabled

  8. Click Save.

    Note: HaloITSM does not automatically save configuration changes. Ensure you click Save before leaving the page, otherwise your changes may be lost.

The ticket action is now created.

Step 2 - Add the action to a workflow

  1. Go to Configuration > Tickets > Workflows.

  2. Open the workflow where users should be able to create on-demand sessions, for example, the Incident Management Workflow.

  3. Click Edit.

    Note: Workflows can be customised. The following example uses the default Incident Management Workflow.

  4. Click the workflow stage where users should be able to create on-demand sessions, for example, In Progress (Stage 2).

    Incident Management Workflow flow chart showing ticket stages and transitions, including Triage, In Progress, Escalated, With Supplier, and Resolved, with a custom "Create on-demand session" action available in the In Progress stage.

  5. Click the Edit Pencil in a sqaure. icon in the top-right corner of the stage configuration window.

  6. In the Actions section, click Add.

  7. From the Action Type to Configure at this Step drop-down, select Allow Actions.

    Add Actions dialog showing the "Create a 247connect on-demand session" action configured for a workflow step, with the workflow set to remain in the In Progress stage after the action is used.

  8. Configure the following settings:

    Actions to allow: Select the Create on-demand session action created earlier

    Move Workflow: Remain at In Progress

  9. Click Save to save the stage configuration.

  10. Scroll down and click Save.

  11. On the Incident Management Workflow page, click Save again to save the workflow.

    Note: Both the stage configuration and the workflow need to be saved. If either save is missed, the action will not be available in the workflow.

The workflow is now configured.

Configure ticket updates in HaloITSM (optional)

This configuration enables 247connect to add entries to HaloITSM tickets when on-demand sessions are created and ended.

Step 1 - Create a HaloITSM API application

  1. In HaloITSM, go to Configuration > Integrations > HaloITSM API.

  2. Click View Applications, then click New.

    Add Application page showing a 247connect Integration application configured with Client ID and Secret authentication, application identity login, and assigned IT Agent role permissions.

  3. In the Details tab, configure the following settings:

    Application Name: 247connect Integration

    Active: Enabled

    Authentication Method: Client ID and Secret (Services)

    Login Type: Agent

    Agent to log in as: Application Identity

    Identity Roles: IT Agent or another role that has permission to update tickets.

  4. Copy the generated Client ID and Client Secret and store them securely.

    Note: The client secret is only shown once. After saving, it cannot be viewed again unless you generate a new secret.

  5. Select the Permissions tab.

  6. Configure the minimum permissions required by the integration. Typical permissions include:

    • read:tickets

    • edit:tickets

  7. Click Save.

    Note: Ensure you click Save before leaving the page.

The Halo API application is now created.

Step 2 - Record the HaloITSM API details

  1. Go to Configuration > Integrations > HaloITSM API.

  2. Record the following values displayed at the top of the page:

    • Resource Server

    • Authorisation Server

    HaloITSM API page showing API details, including resource and authorisation server information, with options to access API documentation and manage registered applications.

    Example:

    Resource Server: https://yourinstance.haloitsm.com

    Authorisation Server: https://yourinstance.haloitsm.com/auth

You will need these values when configuring 247connect.

Step 3 - Create the action

  1. Go to Configuration > Tickets > Actions.

  2. Click New.

    New Action configuration page showing a 247connect Integration action with an exchange icon, generic action access type, and the option to hide the action from the ticket header enabled.

  3. In the Details tab, configure the following:

    Name: 247connect Integration

    Sequence in list: A value of your choice, for example, 1

    Button Name: 247connect Integration

    Button Icon: Optional. Select a button icon, such as exchange, if required

    Action Colour: Optional. To use the 247connect colour, enter #83cfff

    Action button is visible: Disabled

    Action is visible outside of workflows: Disabled

    Hide from ticket header: Enabled

  4. Scroll to Action Settings.

    Action Settings page showing an action configured to add a CRM note, with options for quick actions and parent ticket notes available.

  5. Configure the following setting:

    System Use: Add CRM Note

  6. Click Save.

    Note: Ensure you click Save before leaving the page.

The ticket action is now created.

Step 4 - Configure the 247connect settings

  1. In the 247connect Web Portal, go to Account > Settings > Integrations > Halo integration.

    Halo integration settings page showing HaloITSM connection details, including authorisation endpoint, client credentials, resource server URL, and options to validate the integration and enable session activity updates.

  2. Enter the following:

    • HaloITSM authorisation endpoint (e.g. https://yourinstance.haloitsm.com/auth)

    • HaloITSM Client ID

    • HaloITSM Client Secret

    • HaloITSM resource server (e,g. https://yourinstance.haloitsm.com)

  3. To check the connection and confirm that the credentials are correct, click Validate.

    Note: You can also control which session entries 247connect sends to HaloITSM from here.

  4. Click Save.

Use the on-demand session button

After setup, you can create a 247connect on-demand session directly from a HaloITSM ticket.

Start a session

  1. Open a ticket in HaloITSM.

  2. Click Create on-demand session (or the name you configured).

    HaloITSM incident ticket showing a custom "Create on-demand session" action button available in the ticket toolbar while the ticket is in the In Progress stage.

  3. The 247connect Web Portal opens.

  4. An on-demand session is created automatically.

    On-demand session page showing session details, a connection link and session code for the end user, and options to send an invitation email.

  5. Start the on-demand session with the end user.

  6. When you finish the session, click Back to HaloITSM.

If session updates are enabled, session activity is automatically added to the HaloITSM ticket history.

HaloITSM incident ticket showing activity entries created by the 247connect integration, including on-demand session details, session links, and archived session notifications.

See also:

Manage account settings